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02352cam a22004934a 4500 001 D04CE1A02B0F11DEAA7E7608A8D7520A 003 SILO 005 20090730152206 008 070209s2007 mdua b 001 0 eng 010 $a 2007922676 020 $a 0761837523 (hbk.) 020 $a 9780761837527 (hbk.) 020 $a 9780761837534 (paper : alk. paper) 020 $a 0761837531 (paper : alk. paper) 040 $a DLC $c DLC $d SILO $d BAKER $d BTCTA $d NYP $d YDXCP $d HKP $d YBM $d UKM $d UAF $d NLGGC $d LMR $d MSO $d EOS $d IOE $d SILO 050 00 $a HF5415.5 $b .Z54 2007 082 00 $a 658.8/12 $2 22 084 $a 85.08 $2 bcl 100 1 $a Ziegenfuss, James T. 245 1 $a Customer friendly : $b the organizational architecture of service / $c James T. Ziegenfuss, Jr. 260 $a Lanham, MD : $b University Press of America, $c c2007. 300 $a ix, 236 p. : $b ill. ; $c 23 cm. 504 $a Includes bibliographical references (p. [221]-232) and index. 505 0 $a 1. The customer service problem in six cases : Uncle Arthur's bad day -- 2. Organizational architecture of customer friendly companies : the case of Westside Hospital -- 3. The product system : the case of Autocoach -- 4. The structure of customer friendly : the case of Intercoast Air -- 5. Psychology of customer friendly : the case of the Royal Court Hotel -- 6. Managing for customer friendliness : the case of the Federalist Bank -- 7. Creating a customer friendly culture : the case of Eastern University -- 8. The process of becoming customer friendly : the case of Mapletree Library. 650 0 $a Customer services. 650 0 $a Customer relations. 650 17 $a Organisatiegedrag. $2 gtt 650 17 $a Klantenservice. $2 gtt 650 17 $a Klantgerichtheid. $2 gtt 941 $a 12 952 $l PQAX094 $d 20231214015602.0 952 $l GLAX641 $d 20231201010412.0 952 $l PLAX964 $d 20230718084403.0 952 $l ULAX314 $d 20190926091246.0 952 $l IBAX173 $d 20180307021734.0 952 $l USUX851 $d 20160824032806.0 952 $l UQAX771 $d 20090701080000.0 952 $l UNUX074 $d 20090701080000.0 952 $l UDAX314 $d 20090701080000.0 952 $l OSAX771 $d 20090701080000.0 952 $l OMAX631 $d 20090701080000.0 952 $l UTAX115 $d 20090708133753.0 956 $a http://locator.silo.lib.ia.us/search.cgi?index_0=id&term_0=D04CE1A02B0F11DEAA7E7608A8D7520A 994 $a 01 $b IOEInitiate Another SILO Locator Search